Program Manager, Scaled Customer Success Strategy

Overview

Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Responsibilities

Position Overview: We are seeking a highly motivated Senior Program Manager for Customer Programs to join our CX Strategy team. This role will support Global Customer Success, Advisory Services, and Renewals by building innovative programs and scalable solutions to enhance CX effectiveness, increase product adoption, and ensure customer success. You will orchestrate and develop Customer Success programs in collaboration with Rev Ops, Enablement, CS, Product, and other teams, leading strategic and high-functioning work streams to deliver programmatic customer engagement activities. Your efforts will drive deep customer value realization, a highly renewable customer base, and strong customer advocacy.

Key Responsibilities:

• Strategic Program Leadership: Define, lead, and track the execution of strategic and operational programs, ensuring timely and successful outcomes.

• Mid-Market Customer Journey Enhancement: Develop and optimize the mid-market customer journey with a focus on digital-first strategies, leveraging scalable technology and tools.

• Digital Journey Development: Create and manage digital customer journeys, including content creation, curation, and measurement of success through robust metrics.

• Lifecycle Management: Design and implement lifecycle management processes and playbooks to drive customer success and retention.

• Specialist Program Support: Lead and support the development of specialist programs, ensuring their successful implementation and alignment with organizational goals.

• Playbooks for Success: Develop and maintain playbooks for key roles, including Advisory, Customer Success Managers, and Renewal Managers, ensuring consistency and effectiveness.

• GTM Strategy Execution: Drive the successful execution of the Global Customer Success GTM strategy, with a focus on enabling digital and mid-market motions.

• Change Management: Lead change management initiatives to facilitate the adoption of new processes, features, tools, and technology that enhance customer engagement and outcomes.

• Stakeholder Collaboration: Build strong relationships with internal and external stakeholders to align on objectives, foster collaboration, and achieve adoption goals.

Qualifications:

• Experience: 3+ years in program management, preferably in SaaS or software industries, with a proven track record of driving adoption and engagement initiatives.

• Strategic Thinker: Strong strategic thinking and problem-solving skills, with the ability to develop and execute complex adoption programs.

• Analytical Skills: Proficiency in data analysis and interpretation to drive insights and decision-making.

• Communication Skills: Excellent communication and presentation skills, with the ability to influence and collaborate effectively across all levels of the organization.

• Project Management: Demonstrated experience in managing cross-functional projects with tight deadlines and competing priorities.

• Customer Focus: Passion for understanding customer needs and delivering exceptional customer experiences.

Preferred Skills:

• Experience with Atlassian products or similar collaboration tools.

• Knowledge of agile methodologies and practices.

Qualifications

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $145,600 - $194,100

Zone B: $131,000 - $174,700

Zone C: $120,800 - $161,100